Important Changes Regarding BUMC IT Service Support

in News
January 12th, 2010

With the goal of improving our service delivery, BUMC IT is implementing a new service management system on January 19^th at 2pm.

Here are the three things to know:

1. Using your BU Login, you will be able to submit service requests and check the status of previously submitted requests via the web at http://www.bumc.bu.edu/ithelp — you may want to  book mark this for future use.  Of course, everyone can continue to call the BUMC Help Desk at 617 638 5914 or send email to the BUMC IT Service Desk.
2. Email correspondence that you receive from this new system will come from the BU address: bumc-it-service.
3. We will have more data regarding your requests, which will allow us to track your requests as well as our responses more effectively. We will have new internal processes that help us understand how well we are doing and where we can improve – including periodic requests to ask for your feedback.

At the heart of these changes is a new application specially designed for this purpose and many months of work planning how we can make the IT service process easier and more efficient. Like any big change, there may be a few bumps during the first week or two and I thank you in advance for your patience.